In order to ensure that each and every client has an optimal experience, any industry with client-facing service technicians should follow a tried and trusted system in carrying out jobs. Adrian Van Raay explains the processes used by the service technicians at Billi and shares the ins and outs of his daily tasks in detail.
Before any work is undertaken, certain agreements and processes need to be put in place. By following a set process, nothing gets overlooked, jobs are completed satisfactorily, on time and on budget. And if there are any outstanding issues, these can be addressed appropriately. The preferred process for a Billi technician servicing boiling/chilled and sparkling water systems is as follows:
- An agreement is made with the appropriate facility manager that we will handle work on their site or sites.
- The information required for the H&S (Health and Safety) requirements is collated. This will include inductions, SWMS (SafeWork Method Statements) and JSA (Job Safety Analysis) etc.
- If online inductions are required, all relevant technicians will be provided with a link to complete their induction following company registration.
- Induction information is kept within the induction register to monitor expiry dates.
- When a job is required, it is lodged with the High Value team in Customer Care. This team is tasked with looking after large facility management customers to ensure good knowledge of processes.
- The job is booked and the contact advised of when it has been scheduled. When the job is booked, contact details for a site contact are required so that technicians are able to contact someone on-site.
- In the afternoon of the day before the job is to be carried out, it will be assigned to a technician and an email will be sent to the address on file as a reminder for the job.
- On the morning of the job, the technician will email, text or call the customer before they set out to again remind them that they will be there that day.
- When the technician is on the way to the site, they will call to ensure the site contact is aware of their imminent arrival and to ensure the timing will work.
- The technician attends the site and diagnoses the fault. If it’s within the Work Order limit, they will repair it. If the repair will go over the Work Order limit, they will either seek approval or arrange for a quote.
- Once the repair has been completed, the technician will run through a number of tests to ensure the correct operation of the unit.
- The technician will make a detailed report of the work carried out and record all parts used. They will follow this by locating the nominated site contact and explain what work has been carried out. They will then seek to obtain a signature for the work completed.
- Following this, Customer Care will process the job. An invoice will be generated and sent with a copy of the work order to the email address linked to the account.
Q&A with Adrian Van Raay
What sort of jobs do you undertake?
I install, repair and maintain boiling, chilled and sparkling drinking water appliances. I also install kitchen tapware and washroom products.
What’s the most common request?
What has been your most unusual job?
Servicing a water appliance on a pier for a government agency. Access involved driving on the pier in the bay with waves crashing over it.
How often do the various pieces of equipment need to be serviced, on average?
Every six months usually, depending on volumes and the client’s expectations.
Is there anything owners/facility managers can do to increase the life of their equipment or help maintain it between services?
Yes. Take on a comprehensive service plan with your provider. This will ensure minimal downtime on equipment and excellent service.
This article also appears in the August/September issue of Facility Management magazine.